IT Support Engineer

SI Group; Rotterdam Junction (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

SI Group in New York State is seeking an IT Support Engineer to provide Tier I & II end-user support, configuring and troubleshooting hardware, software, and local infrastructure. You will resolve incidents, document through the ITSM system, and escalate when needed.

Responsibilities include Windows OS and Office 365 support, hardware and peripheral troubleshooting, Active Directory provisioning, and maintaining asset inventories.

Qualifications

• BS Degree; equivalent relevant experience will be considered.
• Experience with ITSM and ITIL tools.
• Minimum of 2 years previous IT administrator level work experience.
• Previous experience in chemical industry or a manufacturing environment preferred.
• Experience with security, technical, analytical, decision making, and problem-solving.

Responsibilities

• Provide Tier I & II end-user support and document resolutions in ITSM.
• Triage, troubleshoot, and resolve IT incidents; escalate as needed.
• Install, upgrade, support and troubleshoot Windows client OS, Office 365, and desktop apps.
• Maintain hardware, printers, and other peripherals; troubleshoot issues.
• Manage Active Directory user accounts and access provisioning.
• Update IT Hardware and Software Asset Inventory in ITSM.
• Document local network and infrastructure.
• Create or update SOPs as required.
• Provide or recommend computer-related training and knowledge base contributions.
• Own or assist in administration of assigned software platforms to ensure service availability.

Skills

IT support

Troubleshooting

User provisioning

Security awareness

Analytical thinking

Problem solving

Education

BS Degree or equivalent

Tools

ITSM tools

ITIL tools

Job description

Job Description

The Role: As the IT Support Engineer, reporting to the Sr. IT Manager, NA, you will be responsible for providing Tier I & II customer service and technical support to local, global, and remote end-users. You will also implement, upgrade, troubleshoot and document all related hardware, software, & local infrastructure systems as well as resolve requests and issues in a timely manner documenting via ITSM ticketing system, escalating as appropriate.

How You Will Make an Impact

• Triage, troubleshoot and resolve request & incident tickets, escalating tickets as appropriate, documenting in ITSM system
• Install, upgrade, support and troubleshoot Windows client operating systems, Microsoft Office/365, and all other authorized desktop applications
• Install, upgrade, support and troubleshoot computer hardware, printers, and all other authorized peripheral equipment
• Use diagnostic tools to troubleshoot client related networking issues or provide improvements
• Handle all Move/Add/Change for user and computer accounts in Active Directory, provisioning access to required electronic resources
• Accurately update IT Hardware and Software Asset Inventory in the ITSM system
• Document local network, and infrastructure systems
• Create or update SOP’s as required
• Provide or recommend computer related training as needed, including FAQ’s, knowledge base contributions, and job aids
• Own or assist in administration of assigned software platform(s) to ensure continual service availability and required performance

Creating Extraordinary Starts With

• BS Degree; equivalent relevant experience will be considered in lieu of degree
• Experience with ITSM and ITIL tools
• Minimum of 2 years previous IT administrator level work experience
• Previous experience in chemical industry or a manufacturing environment preferred
• Experience with security, technical, analytical, decision making, and problem-solving

What We Value

We strive for all employees to nurture physical, mental and emotional health both personally and professionally. Our commitment to health and wellness centers around prevention, early detection and embracing a healthy lifestyle. Some offerings may vary by role or region, but may include:

• Physical Health benefits including competitive Medical, Dental, and Vision packages, company contribution to Health Savings Account, cash incentive for Annual Physical and reimbursement
• Financial Wellness opportunities including company paid life insurance and disability plans, 401(k) Retirement Plan with generous company match, and certified Financial Planning & Investment services
• Mental Health benefits including generous Paid Time Off and 10 Paid Holidays, Paid Parental Bonding Leave, and much more!
• The salary range for this position is $65,000-$90,000 annually. The specific salary offered will be determined by a variety of factors including location, experience, and education.

About Us

SI Group is a global leader in the innovative technology of performance additives, process solutions, active pharmaceutical ingredients, and chemical intermediates. Our solutions are essential to many diverse industries and applications, creating extraordinary results. We drive value by enhancing the quality, performance, and durability of countless items we use every day.

Essential Solutions with Extraordinary Results

We are on a journey to captivate our customers at every level. Whether that means expanding our capabilities, global reach, or providing new innovations and technologies that create value. Our approach is customized to exceed customer needs and deliver superior performance.